Refund policy
Last updated: 27 August 2026
We want you to have a positive experience with VELUNE™.
Because our products are skincare products, opened or used skincare products cannot be returned for hygiene and safety reasons, except where required by applicable law.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Once we receive the information, we will assess the issue and provide the appropriate resolution.
Change-of-Mind Returns
For hygiene reasons, opened or used skincare products are not eligible for change-of-mind returns.
If an item is unused, unopened, and in its original condition, please contact us before sending anything back so we can confirm whether the return is eligible.
Refunds
If your refund is approved, the applicable amount will be refunded to your original payment method where possible.
Processing times may vary depending on your payment provider or bank.
Important
Please do not send products back without contacting us first. Unauthorised returns may not be processed.
For return enquiries:
Email: [YOUR SUPPORT EMAIL]